Blog
Learn about market research: mystery shopping management, customer experience management, mystery calling, customer surveys, and everything in-between.

Blending VoE and VoC Insights: A Holistic Approach to Customer Experience
Most businesses already collect Voice of Customer (VoC) feedback. Some even track Voice of Employee (VoE). But […]
3 min read

Mystery Shopping as a Tool for Sustainability Compliance
Mystery Shopping and Sustainability Compliance – How Brands Can Evaluate Eco-Friendly Practices Sustainability […]
3 min read

Mystery Shopping in Emerging Markets: Key Insights for CX Success
Mystery shopping has long been a trusted method for measuring and improving customer experience. But in emergi […]
3 min read

Managing Freelancers and Field Teams with CX and Mystery Shopping Tools
Running a small business that relies on freelancers or remote teams, like HR agencies, field audit providers, […]
2 min read

Omnichannel CX Measurement: What Tools Do Mystery Shopping Agencies Need?
A Practical Tech Stack for Expanding Your CX Services If you’re a mystery shopping agency offering (or c […]
2 min read

Pricing Strategies for CX Projects: Retainers, Packages, or One-Offs?
What Mystery Shopping Agencies Need to Know About Monetizing CX Services As a mystery shopping agency, you alr […]
2 min read

How to Build Effective CX Surveys for Different Industries
Tailoring Customer Experience Research for Retail, Banking, and Hospitality In the world of customer experienc […]
3 min read

How to Organize Work Efficiently: A Guide for Small Mystery Shopping Agencies
Running a small mystery shopping agency means wearing a lot of hats. From coordinating shoppers to delivering […]
3 min read

The Evolution of Mystery Shopping: From Clipboards to AI
Over the past two decades, mystery shopping has undergone a dramatic transformation. What started as a manual, […]
3 min read

Recruiting the Right Mystery Shoppers: Tips for Building a Reliable Panel
A mystery shopping program is only as good as the shoppers behind it. Without well-trained, reliable evaluator […]
4 min read

Mystery Shopping vs. CX Surveys: Which Delivers Deeper Insights?
In the ever-evolving world of customer experience (CX), businesses have more data than ever – but are th […]
4 min read

Combining Mystery Shopping with VoC, NPS, and Other CX Metrics: A Complete CX Strategy
In today’s competitive market, delivering outstanding customer experiences (CX) is no longer optional – […]
4 min read

AI & Automation in Mystery Shopping: Enhancing (Not Replacing) the Human Touch
Over the past two decades, emerging technologies have transformed industries, and mystery shopping is no excep […]
2 min read

Navigating Industry Challenges in Mystery Shopping and CX Research
The fields of mystery shopping and customer experience (CX) research are evolving at an unprecedented pace. Wh […]
3 min read

The Future of CX: Are You Ready for Tomorrow’s Customers?
Today’s customers are more demanding, more connected, and more aware than ever. To stay ahead, brands must ant […]
2 min read

Celebrating 20 Years of CX and Mystery Shopping Research: 20 Lessons Learned
This year marks a monumental achievement for us—20 years of pioneering Customer Experience (CX) and Mystery Sh […]
4 min read

Celebrating 20 Years of CX Innovation
This year marks a monumental milestone for our organization—our 20th anniversary! Over the past two decades, w […]
3 min read

Balancing Subjectivity and Objectivity in Mystery Shopping Reports
Mystery shopping has long been a trusted method for evaluating customer experiences. However, one of the ongoi […]
4 min read

5 Ways Mystery Shopping Enhances Customer Experience Insights
In the modern business landscape, delivering exceptional customer experiences is non-negotiable. To achieve th […]
3 min read

3 Signs Your CX Needs Improvement (And How to Fix It)
In today’s competitive landscape, delivering an exceptional customer experience (CX) is not just a luxur […]
3 min read
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